REMOTE TIER I HELP DESK / ADMINISTRATIVE SUPPORT
The candidate shall perform work of a sedentary nature. Helpdesk services primarily entail reading/responding to emails, updating electronic records, answering phone calls, reviewing electronic reports, and triaging basic issues.
Duties and Responsibilities
The candidate shall demonstrate proficiency in utilizing web-based applications to update electronic records by utilizing computer programs such as:
- ServiceNow
- Outlook
- Windows
- MS Office Suite
- Active Directory
- SQL
The candidate personnel shall demonstrate strong customer service, research, and problem-solving skills.
Daily Tasks
The candidate shall provide Tier I Helpdesk Support (75%) to manage customer requests, which mostly consist of:
- Verifying and updating electronic records.
- Checking records and reports to make sure they are accurate and complete, including sorting, researching, resolving, responding to customers, and closing tickets.
The candidate shall provide Administrative Support (25%) as needed, such as:
- Schedule meetings
- Prepare agendas
- Capture minutes of meetings
- Scan documents
- Keep track of action items and perform administrative tasks as required, such as preparing and distributing information related to helpdesk goals (e.g., assisting in creating/updating SOPs) and providing support for additional project requests.
Minimum Experience Required
- Two years of overall experience.
- Require a minimum of two (2) years of Helpdesk experience providing support for software applications. Must be proficient in managing tickets using ServiceNow, Active Directory, SQL (Structured Query Language), Access, Outlook, Word, and Excel.
- Need at least 2 years of administrative experience, detail-oriented, able to work independently to support project goals.
Education/Certifications
- Associates Degree in computer-related majors preferred.
- All staff on this contract must complete Privacy, Cybersecurity, and other required training as specified by customer regulations.
Clearance Requirements
- The candidate needs to be able to acquire a badge to access Government facilities, computer systems, and information for this contract.
Work Location
Hours of Operation
- An 8-hour shift from 7:00 AM to 5:00 PM (Eastern Time), except on federal holidays.
Job Types: Full-time, Permanent
Pay: $36,000.00 - $38,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
People with a criminal record are encouraged to apply
Experience:
- Windows: 1 year (Required)
- ServiceNow: 1 year (Required)
- Active Directory: 1 year (Required)
- Help Desk: 1 year (Required)
Work Location: Remote